Service Shop Foreman

About the Role

Twisted Torch Harley-Davidson Service Manager / Master Tech-Shop Foreman Hybrid

Purpose:

Twisted Torch Harley-Davidson is in growth mode and we are looking to add to our successful team. If you can create a bridge between operational oversight and daily shop leadership—maintaining consistency in scheduling, QC, and communication between advisors, techs, and parts. Apply Now. This role combines technical oversight with a mentor’s mindset and a steward’s approach to culture.

• Lead daily service operations with a focus on throughput, KPI performance, and customer satisfaction.
• Supervise workflow allocation, prioritization, and coordination between Service and Parts to maximize efficiency and proficiency.
• Ensure warranty submissions, flat-rate tracking, and labor reports are accurate and timely within the DMS.
• Mentor entry- and mid-level techs in H-D processes, tool use, and diagnostic methodology.
• Coach and develop technicians and advisors, fostering accountability and alignment with Harley-Davidson Service standards.
• Serve as the escalation point for QC, diagnostics, and customer concerns.
• Maintain shop safety, equipment integrity, and compliance with H-D operational guidelines.
• Drive performance through KPI visibility—efficiency, proficiency, CXI, and revenue-per-RO.
• Conduct weekly performance huddles to review production goals, carryover trends, and scheduling balance.
• Identify workflow bottlenecks and implement process improvements to optimize cycle time and team efficiency.

An experienced leader with a thorough working knowledge of DMS platforms (Talon, Lightspeed, CDK, etc.), strong technical background, and proven ability to build and sustain a high-performance team. Someone who leads from the floor—hands-on, decisive, and engaged.

Twisted Torch Harley-Davidson is seeking a dynamic leader to bridge operational management with hands-on shop leadership as we continue to expand. This hybrid role requires a Master Technician's expertise combined with a manager's organizational oversight, focusing on maintaining consistency in scheduling, quality control, and seamless communication across advisors, technicians, and parts. You will be a mentor, a decisive leader on the floor, and a steward of our service culture.

• Drive daily service operations, focusing on maximizing throughput, achieving Key Performance Indicators (KPIs) like efficiency, proficiency, and revenue-per-RO, and ensuring high Customer Experience Index (CXI) scores.
• Supervise workflow allocation, prioritization, and coordinate closely with the Parts department to maximize overall shop efficiency.
• Conduct weekly performance huddles to review production goals, analyze carryover trends, and balance scheduling capacity.
• Identify and resolve workflow bottlenecks, implementing process improvements to optimize cycle time.

• Serve as the final escalation point for complex diagnostics, quality control issues, and customer concerns.
• Ensure all warranty submissions, flat-rate tracking, and labor reports are accurately and timely processed within the Dealer Management System (DMS).
• Maintain shop safety standards, equipment integrity, and compliance with all H-D operational guidelines.

• Coach, develop, and foster accountability among technicians and advisors, aligning the team with Harley-Davidson Service standards.
• Mentor entry- and mid-level technicians in H-D diagnostic methodology, tool usage, and standard processes.

A hands-on, experienced leader with a deep technical background and a proven track record of building and sustaining a high-performance team. Must possess a thorough working knowledge of major DMS platforms (e.g., Talon, Lightspeed, CDK, etc.). The successful candidate leads decisively from the floor and is fully engaged in daily operations.